5 Top Tips To Drive your Social CSAT Scores Through The Roof!
Customers who have received excellent customer service on social media are willing to pay 21% more. Isn’t that enough motivation to start taking customer satisfaction seriously across your social media channels?
So, what are the key steps to measuring customer satisfaction (CSAT) on social media channels, like Twitter and Facebook? And what do we need to do to raise social CSAT scores through the roof?
1. You Must Use Post Interaction Surveys
The key to harnessing useful customer feedback across any contact channel is ‘immediacy’. When we have a social interaction with a customer, we need to ask for feedback straightaway. This ensures a higher uptake, more accuracy and less of a skew towards only positive and negative feedback.
2. Monitor Scores and Comments in Real Time
By monitoring customer scores and comments in real time we get a live view of customer insight across our social channels. Any customer issues or problems can be highlighted in real time and, therefore, addressed and resolved more quickly. Ideally, stream scores and comments onto a live contact centre wallboard.
3. Use Comparable Metrics, Across Channel
By using standard methodologies, such as NPS (Net Promoter Score) or CES (Customer Effort Score), we can compare CSAT scores across multiple channels (including voice, email and chat). It is also important to be able to compare campaigns and individual agent scores to help optimise future service levels.
4. Create Surveys That Deliver Actionable Feedback
Make sure you can add as many questions as you need, with flexible scoring rules – i.e. from 1-5 or 1-10. You should also make use of ‘closed’ questions, including ‘Yes or No’ questions and multiple choice answers – which can provide really measurable insight. Add your own logos and branding for a personal touch.
5. Use Dynamic Routing, With Proactive Engagement
If a customer scores poorly on the first question, don’t just continue to ask the remaining questions. Instead, use decision-based routing to dig into ‘why’ they had a poor experience. Better still, use real time alerts to proactively engage with that customer, swiftly resolve their issue and turn them from a detractor into a promoter!
So, there’s a quick list of top tips to get you going. If you want to discuss this area further with our friendly CSAT Central team, please get in touch with us via the contact form below.